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My Fenix no longer boots and cannot be reset! What can I do?

alex11
over 3 years ago

I have the Fenix 6x Pro with the current firmware 19.20. I have never installed any beta software and have always used the automatic software update.


The watch has always worked perfectly and I ran a half marathon with it today without any problems. Later today, I noticed that the time was no longer correct: the watch display froze. Note: There are no Connect IQ apps or watch faces on the watch.


I tried restarting the watch, but when I restarted, the watch was stuck in an endless loop:
The coloured Garmin logo appears and then a white text "GARMIN".
Then the coloured Garmin logo appears again, followed by the white text, and so on in an endless loop.

The soft reset procedure does not work. The master hard reset also does not work after several attempts.
I have connected the watch to my PC and started Garmin Express... nothing happens and the watch remains in the endless Bootloop.

If I hold down the light button for a very long time, the watch can be switched off and the display is then completely black. Pressing it again starts the endless bootloop described above. During the boot-loop, the light button does not switch on the backlight.
Through trial and error, I have found that if I press anyone of the five buttons (regardless of which one) very often in succession, the backlight switches on for a brief moment and a short beep appears. Then the backlight goes out and the bootloop continues.

I bought the watch two years ago at full price and it was a huge investment for me. It is now ABSOLUTELY INACCEPTABLE to me that after two years I now no longer have a working device. Unfortunately, Garmin only offers a one-year warranty. What can I do now? I will certainly not buy a new Garmin, as the price of this watch has already exceeded all limits for me!
Therefore, I ask for your help: how can I solve the problem now?


Thank you very much for your help!

  • 0 over 3 years ago

    Have you spoken to Garmin support? They may yet offer you a refurbished one at a lower price - it doesnt hurt to try/

  • 0 over 3 years ago
    alex11 said:
    If I hold down the light button for a very long time, the watch can be switched off and the display is then completely black. Pressing it again starts the endless bootloop described above.

    Don't press any button when switched off, instead connect it directly to USB and let it boot up and see if that makes a difference.

    If that doesn't help, do call support if you haven't already, Garmin has two or three year warranties in some places (along with a higher purchase price). I once had a VA3M that broke on it's second year, they sent me a new VA4 without further questions. Their support is a very big reason to why I'm stuck in their ecosystem.

  • 0 over 3 years ago in reply to ∞

    I am living in germany and I have trouble reaching for Garmin Support via email. I tried to use their online form and filled everything out. However, nothing happes, whan I press the "send" button. I tried different browsers, but it seems that my mail hasn't been sent to Garmin.

    How can I make my claims? Is there an official email adress (for germany)?

    Thank you for your help.

  • 0 over 3 years ago in reply to alex11

    Try using the "chat" link on Monday morning - that should put you through to a representative

  • 0 over 3 years ago in reply to alex11

    The last time I contacted support via email (to get my first F6X replaced), it took them three days to respond.

    Seems to be the same in Germany, under "Email": "Die Bearbeitungsdauer liegt in der Regel bei 3-5 Werktagen."

  • 0 over 3 years ago in reply to alex11

    Hi,

    Try to enter service mode

    SM

    Further, various recovery options are possible or not...

  • 0 over 3 years ago in reply to SJ

    The OP never got that far and seemed like he wanted to try to get it replaced but yes, there are still other options if he can't get it replaced. Master or secondary master reset. Will not power on. If it does power on when connected to the USB (as suggested above), I would follow the secondary master reset as descibed there but immediately after connecting to USB, press only the two right buttons (start & back) and then release them as described in that link.

  • 0 over 3 years ago in reply to ∞

    Don't know the thoughts of the topic starter , he asked for help Slight smile

    But based on the SM status screen various options are possible.

    Even Fenīx complete formatting and reinstalling the software.

  • 0 over 3 years ago in reply to SJ

    Yes of course, but since he responded like this and might have a two year warranty in Germany, I wouldn't be surprised if he tried to get it replaced instead. There are few downsides with a new or refurbished watch.

  • 0 over 3 years ago in reply to ∞

    Hallo and thank you for your suggestions.

    I tried connecting the device to Garmin express and the secondary master Reset as described above, but the Bootloop never stops.

    Now I managed to enter the Service Mode but only for a split second, as the Bootloop occours again.

    I will happily try any other options, but I do not know what I can try next.

    .. After I filled the email-form on the german garmin support site I never got any confirmation that the mail has been sent. I tried three different internetbrowsers, but never got any confirmation.

    To me it is not important if the watch will be repaired or replaced, as long as I will get a working device.

    Later today I will try to use the Chat-Option on the garmin site, but I really do not have the time..